Help › Being on call
Cap or close a queue
Make a time-limited change to a queue from your phone. It undoes itself.
Standby offers two changes, gentlest first. Both are time-limited and put themselves back.
- Cap the queue: limit how many contacts it holds. New contacts beyond the cap get your flow's "at capacity" handling; anyone already waiting is unaffected.
- Close the queue: new contacts get your flow's out-of-hours handling. Only offered once your admin has checked your contact flows.
What callers hear is up to your contact flows. See What callers hear.
Making a change
- From an incident, under What you can do, or from Settings → Queues, choose the change.
- For a cap, set how many contacts the queue may hold. It starts at the number waiting when the alert fired.
- Choose For how long: 15 minutes, 30 minutes, 1 hour or 2 hours.
- Tap the apply button, and confirm with your fingerprint or face.
It takes up to a minute to reach callers, because Amazon Connect caches queue settings.
Your phone needs to be enrolled to make a change. If someone else already has a change on the queue, you'll see theirs and can replace it with yours.
Ending or extending it
Settings → Actions in force (or View actions on Home) lists what's in force, with time left.
- Undo now puts the queue back early.
- +30 min extends it. Five minutes before it ends, Standby reminds you. A change can't last more than 4 hours in total.
Both ask for your fingerprint or face. When the time is up, Standby puts the queue back by itself, whether or not the app is open. If someone changed the queue by hand in Amazon Connect meanwhile, Standby leaves their change alone and reports a conflict instead.